Gain insights into agent performance to drive business decisions.

  • Provide real time feedback using speech analytics
  • Achieve compliance to ensure that you are safe by regulatory requirements
  • Enhance workplace productivity and accelerate employee training  
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The Growing Need for Call Recording and Quality Management

Contact Center quality management teams realize greater returns when using QMS, our customers have reported the following:

Customer experience expectations have changed. Today, customers expect lightning fast responses across multiple channels and there are new regulatory frameworks are driving business process changes. As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that the customer experience is their primary area of focus in 2019, specifically noting that omni-channel capabilities are key. Wide-ranging regulatory obligations and compliance have become significant drivers as well, with GDPR and other privacy requirements now impacting corporate objectives.  

To keep pace, a strong focus on, and management of the customer is key. Understanding issues as they arise, responding quickly, and determining the key learnings from each engagement requires a more comprehensive approach than ever before. Extracting actionable insights, using automated tools to monitor and train, and analyzing the “Voice of the Customer” will help your organization achieve its business objectives.  

All of Your Customer Interactions on One Platform 

With Enghouse Interactive, you'll be able to.... 

Easy to Use

Easy to use call, screen and text recording with full indexing for quick search and playback. Simplifies dispute resolution. Meets regulatory and legal compliance requirements.

Improve Efficiency

Improve efficiency by unobtrusively evaluating agents, provide training and integrated scoring tools.

Add Value

Derive value from every interaction across any channel – voice, video, text, social media.

Achieve regulatory compliance

Scalable, secure and robust platform that consolidates data from multiple channels and data sources, all in one place.


Speech to Text

Distributed architecture integrates with multiple IP PBX and unified communications platforms.

See Enghouse Interactive in Action with a Demo Tailored to Your Business

Complete the form below and an Enghouse Interactive consultant will get back to you right away.

What happens after filling out the form:

  • You'll receive an email confirmation that we received your message. 
  • A consultant will reach out to schedule a brief discovery call. 
  • We'll plan a 60-minute demo where we'll show you how to:
  • Increase customer satisfaction rate. 
  • Reduce call abandonment and dropped calls. 
  • Give your customers a seamless experience. 
  • Reduce agent attrition.


ABOUT ENGHOUSE INTERACTIVE 

We strive to be the worlds most reliable contact center technology provider. Our technology transforms contact centers into a growth engine for businesses globally. Businesses can leverage their contact centers to extract powerful insights, captured from the voice of the customer, to help increases customer retention, uncovers product opportunities, help to understand buyer personas and identify new revenue opportunities.

CONTACT US

info.ei@enghouse.com | www.enghouseinteractive.com

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Gain insights into agent performance to drive business decisions.

  • Provide real time feedback using speech analytics
  •  Achieve compliance to ensure that you are safe by regulatory requirements
  •  Enhance workplace productivity and accelerate employee training 

Enghouse Interactive QMS Platform Review

Integrated Customer Interactions in One Platform 

With Enghouse Interactive, you'll be able to.... 

Know Your Customers and Agents

Recordings and real-time speech analysis provide valuable insight into customer sentiment that can be used to identify trends such as: 

  •  Important indicatons of customer discontent, and their risk of churning 
  • Increased visibility into your top performers and problem agents with a dashboard providing actionable reporting dashboard and quality management tools.


Achieve regulatory compliance

Meet compliance and PCI DSS requirements, and improve dispute resolution with:  

  •  Full-time or on-demand call recording Text and screen recording 
  •  "Validate Watermark" tamperproof call certification

Ensure Exceptional Service 

Maintain quality customer interactions via inobtrusive live monitoring and measurable performance indicators for superior agent capability.  

  •  Appointment reminders  
  •  Usage or outage alerts  
  •  Sales promotions or limited time offers 
  •  Educational resources or services

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See Enghouse Interactive in Action with a Demo Tailored to Your Business

 Complete this form below and an Enghouse Interactive will get back to you right away.